Property Co-Orindator Team Leader

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Job Title: Property Co-Ordinator Team Leader

Location: Birmingham

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Contact Centre Property Co‑Ordinator Team Leader is responsible for leading and developing a team delivering high quality, customer focused property coordination services across maintenance and repairs, resident communication, complaints handling, financial administration, and governance activities.

The role ensures the team provides a responsive, efficient, and professional end to end service, resolving customer queries at the earliest opportunity while maintaining full ownership of cases through to completion. A key element of the role is overseeing the coordination and delivery of governance activities, including the preparation and distribution of AGM and EGM packs, meeting documentation, and follow-up actions, ensuring accuracy, compliance, and a seamless experience for residents and stakeholders.

Alongside operational delivery, the Team Leader drives continuous improvement and customer centric ways of working, using insight from customer contact, complaints, and operational performance to challenge processes and enhance service delivery. Acting as both a people leader and customer advocate, the role fosters a culture of accountability, quality, and excellence - ensuring the team consistently delivers a brilliant resident experience while supporting effective property management and governance standards.

Main Duties and Objectives:

Lead, coach, and motivate a team of Property Co‑Ordinators

Conduct regular 1:1s, coaching sessions, and performance reviews

Support individual development, capability building, and career progression

Create a high-performance culture focused on accountability, quality, and customer experience

Build team resilience when handling complex or high-volume workloads

Oversee day-to-day delivery of property coordination activities including:

Maintenance and repair follow ups

Contractor coordination and communication

Resident Communication

Property administration and governance support

Ensure all tasks are accurately logged, tracked, and progressed to completion

Monitor workloads, backlogs, and service levels to ensure efficient operations

Provide real-time support on complex queries or operational challenges

Ensure effective coordination of repair and maintenance requests through to completion

Monitor outstanding works and ensure timely follow-ups with contractors and stakeholders

Act as escalation point for urgent or complex property issues

Work with contractors and internal teams to improve turnaround times and service quality

Ensure delivery of a professional, responsive, and empathetic resident experience across all interactions

Oversee the handling of complaints, ensuring they are investigated, resolved, and followed through effectively

Support the team in resolving issues at first point of contact wherever possible

Act as escalation point for more complex or sensitive complaints

Promote customer feedback and encourage channels such as surveys and Trustpilot reviews

Ensure the team takes full ownership of cases end-to-end, with no loss of accountability

Maintain high standards of record keeping across systems, including repairs, communications, and financial data

Carry out quality checks and audits to ensure compliance with policies and procedures

Ensure clear, accurate, and professional written communication across all correspondence

Oversee processing and validation of invoices relating to maintenance and property management

Ensure correct coding, approval, and adherence to financial controls

Support monitoring of expenditure and budget awareness within the team

Ensure high standards of data accuracy across all systems and trackers

Ensure compliance records are accurately maintained and up to date

Support delivery of governance activities including AGMs and EGMs

Oversee preparation and distribution of meeting documentation and follow-up actions

Ensure adherence to internal policies, procedures, and property management regulations

Identify process inefficiencies, data gaps, and recurring issues within property coordination activities

Use insight from complaints, repairs, and customer feedback to drive improvement initiatives

Challenge non customer centric processes and implement better ways of working

Work cross-functionally with Property Managers, Finance, and Operations to improve outcomes

Promote a culture of continuous improvement and proactive problem solving

Build strong relationships with:

Property Managers

Contractors and suppliers

Residents and leaseholders

Internal teams (Finance, Compliance, Customer Experience)

Ensure effective collaboration to resolve issues quickly and efficiently

Influence stakeholders to take ownership and deliver high service standards

Essential Skills:

Experience in a contact centre or property management supervisory/team leader role

Strong knowledge of property coordination, repairs, and maintenance processes

Proven people management and coaching experience

Excellent organisational and workload management skills

Strong communication and stakeholder management abilities

Experience working to KPIs, service levels, and quality standards

Knowledge of property compliance and governance processes (AGMs, statutory requirements)

Experience in invoice processing or property-related financial administration

Experience driving operational or process improvements

Key Behaviours:

Customer Focus – delivers excellent resident experience

Leadership – inspires, develops, and supports others

Ownership & Accountability – drives issues through to resolution

Attention to Detail – ensures accuracy across systems and processes

Problem Solving – identifies root causes and solutions

Collaboration – works effectively across teams and stakeholders

Continuous Improvement – challenges and improves ways of working

Resilience – performs effectively in a fast-paced environment

Performance Metrics (KPI's):

First Contact Resolution (FCR)/

Service levels and response times

Case resolution times (repairs, enquiries, complaints)

Customer Satisfaction (CSAT)

Quality Assurance (QA) scores

Volume and ageing of outstanding works

Accuracy of data and administrative processing

Reduction in repeat contacts and service failures

Team engagement and performance

Sucess Measures:

A highly engaged and high-performing Property Co‑Ordinator team

Efficient and effective handling of repairs, enquiries, and administrative processes

Strong customer satisfaction and positive resident feedback

Reduced backlog of maintenance and outstanding cases

Improved service delivery through continuous improvement initiatives

Strong collaboration with Property Managers and operational teams

Consistently high standards of quality, compliance, and data accuracy

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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